Job Description

12 - 15 Years
3 Openings
Pune


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Role description

Role Overview

The Senior CRM Business Analyst is responsible for leading enterprise-scale CRM consulting and implementation initiatives, with deep involvement in business process transformation, requirements governance, and solution alignment for large BFSI programs. The role acts as a strategic bridge between senior business stakeholders, compliance teams, and CRM solution architects to ensure the CRM platform delivers measurable business value, regulatory compliance, and long-term scalability.

Key Responsibilities



Business Process Consulting & Enterprise Requirements

Lead end-to-end business process assessments across retail banking, wholesale banking, contact center, marketing, and service operations.

Facilitate senior stakeholder workshops, executive interviews, and design playbacks.

Define and govern business, functional, and non-functional requirements at an enterprise level.

Produce and own BRDs, FDDs, use-case catalogs, process maps, user journeys, and acceptance criteria.

Perform high-level and detailed fit-gap analysis against standard CRM capabilities, with emphasis on minimal customization.

Establish and maintain full requirements traceability across assessment, evaluation, and implementation phases.



Solution Design & Implementation Enablement

Partner closely with CRM Solution Architects to shape target-state CRM vision and blueprint.

Validate functional and process designs for alignment with business objectives, regulatory constraints, and operating models.

Support solution walkthroughs, design authority reviews, and stage-gate approvals.

Define business requirements for integrations with core banking, middleware, digital channels, and third-party systems.

Provide business oversight for data migration strategy, data validation, and business sign-off.



Vendor & Platform Evaluation Support

Contribute to CRM vendor evaluation frameworks, scorecards, and demo/POC assessment criteria.

Participate in structured vendor demonstrations, solution evaluations, and recommendation preparation.

Assess vendor solutions from a business-fit, usability, compliance, and adoption perspective.



Testing, UAT & Quality Governance

Define UAT strategy, scenarios, and business acceptance criteria.

Lead UAT planning and execution with business users and SMEs.

Drive defect triage, prioritization, and resolution from a business-impact standpoint.

Ensure solution readiness for go-live and operational handover.



Stakeholder, Change & Adoption Management

Act as the primary business-facing lead for the CRM program.

Manage stakeholder expectations, scope clarifications, and change requests.

Support training strategy definition, review training materials, and enable end-user readiness.

Contribute to change management, adoption planning, and CRM Center of Excellence setup.

Governance & Best Practices

Ensure adherence to Microsoft Dynamics 365 best practices, BFSI regulatory standards, and enterprise governance models.

Support PMO and steering committee forums with business insights, risks, and recommendations.



Required Skills & Experience

Experience

15+ years of experience in CRM consulting, business analysis, and large-scale enterprise implementations.

Minimum 6-8 end-to-end CRM implementations, with at least 4 in a Lead/Senior BA or Consulting role.

Strong experience in BFSI or regulated enterprise environments is mandatory.



Functional Expertise

Deep expertise in Microsoft Dynamics 365 CRM, including:

Sales

Customer Service

Marketing / Customer Engagement

Strong understanding of CRM data models, security frameworks, workflows, business rules, SLAs, and automation.

Proven experience defining omnichannel customer journeys and Customer 360 models.

Platform & Technical Awareness

Solid understanding of Power Platform (Dataverse, Power Apps, Power Automate, Power BI).

Strong awareness of CRM integrations, APIs, middleware patterns, and data migration approaches.

Familiarity with Azure integration and enterprise architecture concepts is preferred.

Certifications (Preferred)

MB-210: Dynamics 365 Sales Functional Consultant

PL-200: Power Platform Functional Consultant

Any additional Dynamics 365 or Power Platform certification is an advantage.



Soft Skills & Consulting Competencies

Executive-level stakeholder management and communication skills.

Strong analytical, problem-solving, and decision-making capability.

Ability to lead complex workshops, influence senior leadership, and drive consensus.

Excellent documentation, presentation, and storytelling skills.



Location: Onsite / Offshore, India

Reporting To: Project Manager / Program Manager


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Skills

dynamics 365,crm,bfsi,business process consulting,



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About UST

UST is a global digital transformation solutions provider. For more than 20 years, UST has worked side by side with the world's best companies to make a real impact through transformation. Powered by technology, inspired by people and led by purpose, UST partners with their clients from design to operation. With deep domain expertise and a future-proof philosophy, UST embeds innovation and agility into their clients' organizations. With over 30,000 employees in 30 countries, UST builds for boundless impact--touching billions of lives in the process.